Analista de suporte

Come to one of the biggest IT Services companies in the world!! Here you can transform your career!

Why to join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools, contributing to our success in a collaborative environment.

We are looking for a Support Analyst, who wants to learn and transform his career.

In this role you will

• Provide technical assistance to clients and customers across multiple communication channels (phone, email, chat).
• Act as the first point of contact for technical issues, managing service requests and resolving fundamental incidents efficiently.
• Perform remote and on‑site support for hardware (desktops, laptops, printers) and software.
• Diagnose, troubleshoot, and resolve issues related to operating systems, applications, and hardware components.
• Install, configure, and update operating systems and software applications.
• Collaborate with specialized IT teams to escalate complex incidents when necessary.
• Maintain up‑to‑date and accurate technical documentation, including installation guides, configuration records, and troubleshooting procedures.
• Follow ITIL best practices for Incident, Problem, and Change Management.
• Accurately log and track all support activities in ITSM platforms such as ServiceNow, Jira, or similar tools.
• Create and maintain detailed knowledge base articles to support continuous learning and service improvement.
• Work within teams that follow agile methodologies and established operational procedures.

Mandatory Skills

• Proven experience in technical support, with strong troubleshooting skills for hardware and software.
• Ability to respond to and resolve technical issues via phone, email, and chat.
• Hands‑on experience with Windows and/or macOS environments.
• Familiarity with diagnosing and resolving problems related to networks, hardware, and system configurations.
• Strong documentation skills and experience working with ITSM tools (e.g., ServiceNow, Jira).
• Solid understanding of ITIL service management processes.
• Spanish proficiency (mandatory).
• Completed or ongoing Bachelor’s degree in Information Technology, Data, Computer Science, or a related field.

Desirable Skills

• Knowledge of both Windows and macOS operating systems.
• Understanding of networking fundamentals (hardware, protocols, connectivity troubleshooting).
• Ability to quickly adapt to new technologies and evolving IT environments.
• English proficiency.
• Strong communication skills with clarity, assertiveness, and politeness.
• Provide technical assistance to clients and customers.
• Act as the first line of defense, responsible for handling fundamental technical issues, answering queries, and managing service requests..
• Support teams following agile methodologies and operating procedures.

<<<< Please attach resume in English>>>>>>

What do we offer?

• TCS Benefits – Brazil:
• Health insurance
• Dental Plan
• Life insurance
• Transportation vouchers
• Meal/Food Voucher
• Childcare assistance
• TotalPass
• TCS Cares – free 0800 that provides psychological assistance (24 hrs/day), legal, social and financial assistance to associates
• Partnership with SESC
• Reimbursement of Certifications
• Free TCS Learning Portal – Online courses and live training
• International experience opportunity
• Discount Partnership with Universities and Language Schools
• Bring Your Buddy – By referring people you become eligible to receive a bonus for each hire
• TCS Gems – Recognition for performance
• Xcelerate – Free Mentoring Career Platform
• Tata Consultancy Services is an equal opportunity employer, our commitment to diversity & inclusion drives our efforts to provide equal opportunity to all candidates who meet our required knowledge & competency needs, irrespective of any socio-economic background, race, color, national origin, religion, sex, gender identity/expression , age, marital status, disability, sexual orientation or any others. We encourage anyone interested to build a career in TCS to participate in our recruitment & selection process.

At TATA Consultancy Services we promote an inclusive culture, we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity. All our opportunities are based on these principles. We think of different actions of inclusion and social responsibility, in order to build a TCS that respects individuality. Come to be a TCSer!